Sunderland City Council

For taxi drivers operating in Sunderland and Gateshead, the current application process is manual, inaccessible, a poor customer experience, generates failure demand and is labour intensive. Over 700 applications are received each year in Sunderland alone.

Sunderland and Gateshead Council’s want to undertake user research to co-produce and deliver a customer centric and digitised application process that recognises the varying demographics and needs of customers that will;

• Increase accessibility and significantly improve the customer experience
• Use data and insight to ensure a fit for purpose, lean and future proofed solution
• Be secure by design, using common processes and building blocks and open standards
• Reduce failure demand associated with current manual processes
• Reduce the cost base for Sunderland and Gateshead and any other local authority that wishes to use the solution for administering applications for taxi licencing

We will ensure that all aspects of the solution are repeatable and can be utilised across a wider range of customer processes. We will also ensure that the user research methodology, the process and the digital platform can be shared with other organisations